Senior Manager, Customer Support

NAVEX; Lake Oswego (OR); On-site; USD 112,500 - 137,500; Full time

Job summary

NAVEX is seeking a skilled Customer Support Manager to coach and develop a team of specialists. This role involves ensuring high customer satisfaction levels while achieving key performance metrics.

The ideal candidate should have over 5 years of experience in customer support roles, including leadership in a SaaS environment. A strong background in operational management and a comfort with AI technologies will be essential for success in this fast-paced environment.

The starting pay for this role is $125,000 per annum.

Qualifications

• 5+ years of experience in customer support or related leadership roles.
• 3+ years managing a high-performing customer relationship team in a SaaS environment.
• Strong operational management and process optimization skills.

Responsibilities

• Coach a team of Customer Support Specialists to achieve performance metrics.
• Report metrics on team performance and focus on customer satisfaction.
• Evaluate customer satisfaction influencers and optimize support processes.

Skills

Customer support experience

Team leadership

Operational management

Project management

Analytical skills

Knowledge of Salesforce

Culture Agility

AI Readiness

Tools

Salesforce

Gainsight

Job description

What you’ll get:

• Meaningful Purpose. Your work helps organizations operate with integrity and protect their people‑at a scale few companies can match.
• High‑Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

What you’ll do:

• Coach and develop a team of Customer Support Specialists to achieve key performance metrics.
• Collect and report metrics specific to the team’s performance.
• Focus on customer satisfaction and retention in alignment with defined metric targets.
• Evaluate and seek to understand the customer satisfaction influencers and ensure teams have the tools, training and processes to deliver a superior customer experience.
• Serve as a point of escalation for customer issues.
• Ensure teams deliver on key metrics.
• Identify and implement enhancements to existing internal processes and procedures.
• Hire, lead, and mentor Support professionals fostering a culture of customer advocacy, accountability, continuous improvement and retention.
• Collaborate closely with Product, Engineering, Customer Success, Implementation, and Sales teams.

What you’ll bring:

• 5+ years of experience in customer support, service delivery, or related customer‑facing leadership roles.
• 3+ years of experience leading and developing a high‑performing team in customer relationship roles in a SaaS or technology environment.
• Strong operational management, process optimization, and analytical skills.
• Demonstrated ability to effectively manage multiple projects simultaneously, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables and tracking and measuring projects to successful completion.
• Familiarity with support systems (Salesforce, Gainsight, or similar).
• The ability to plan, direct and own strategic initiatives with minimal management supervision.
• High level of attention to detail, excellent follow through and reliability.
• Culture Agility. Comfort working in a fast‑paced, candid environment that values innovation, healthy debate, and follow‑through.
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes.
• Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values.

Our side of the deal:

• We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.
• The starting pay for this role is $125,000 per annum with a 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.